"Absolutely shocking customer service"

Absolutely shocking customer service, they just can't be bothered. They also tried to rip me off, as they overquoted the prices on their website, then overquoted the price that they were quoted by the manufacturer. I phoned the manufacturer (Elite) and after they told me what the price was quoted to Rhino I realised that Rhino had added a further £200.
If you phone with a query they say you'll get a call back, but they never call back. Emails, allow 2 days for a reply, unless you get nasty with them, then you get a reply.
Very frustrating company to deal with. Dealing with them has made me very wary of mail order companies. Bunch of clowns, avoid at all costs...

"great from start to finish"

great from start to finish.
1. ordering was straight foreward, brochure was sent to home.
2. 10% deposit paid delivery 8 to 14 weeks.
3. delivered in 10 weeks by rhino themselves. driver was great.
4. time to erect greenhouse,it took the wife and myself 7 days with 2 days of rain, couple of things we could not work out got in touch with rhino and was given the phone number of technical support. gentleman was very patient and talked me through the problem, had to phone a couple of times it was great to haroue a expert to ask.
5 greenhose up tomatoes in .
6 over the moon with the finished greenhouse.
7. advice read instructions thoroughly before starting and remember if there is anything you dont understand rhino are there to help. you wont be disappointed.

"Absolutely hopeless !!!!!!!!!"

Absolutely hopeless !!!!!!!!!
Apart from they take at least 2 days to reply to any e-mail or phone call for any queries or questions and still haven’t opened there showroom because they are still hiding behind Covid as a reason for shocking customer service.
Instructions that lacked any kind of detail in explanations and drawings often telling you how to assemble a different size greenhouse to yours.
Only about 30 %of parts had been identified with numbers which meant you cannot match them to the instructions in the book, a lot of assembling and dis-assembling as lots of parts are the same but different sizes, it’s all guess work and open to interpretation.
Rubbish to be honest, considering what they charge for a greenhouse, never again I’m afraid.

"Unclear, Incomplete and Inaccurate Instructions and Poor Customer Service"

We made the decision to assemble the greenhouse ourselves as we believed we possessed the necessary practical and diy skills to follow the instructions. My thoughts were 'how hard can it be?' However, the instructions were confusing, conflicting text and pictures, incomplete and downright wrong in places.
For instance when assembling the door the picture demonstrated which way the glass should be inserted (long edge upwards), but the text advised the short edge should be at the top . We duly phoned the 'helpline' and were told 'maybe what the text is saying is hold it by the long edge and insert the short edge'. I replied 'no, it actually says .......'. On another occasion when we called the helpline and queried the accuracy of the instructions they were defensive and adamant that the instructions were not wrong.

The comments on Trustpilot about the instructions should alert Greenhouses direct that they need to review their instructions and perhaps get them proof read by the 'average man in the street' to ensure they make sense. The addition of photos rather than pictures would help and more comprehensive videos rather than just snapshots. All of this could have been avoided.

The helpline were on occasions helpful, but the overall impression we got was that they were a group of people sitting at home watching TV, who were on the whole as unhelpful as their instructions.

On reflection the answer to my question 'how hard can it be' is 'it could be easier if the instructions and video support were improved'.

Take note Greenhouses direct

"This is the best company I have dealt with in years…"

This is the best company I have dealt with in years! Not only is their product exceptional, the service that this company provides is second to none.
After years of making do with a second hand greenhouse, we decided to splurge on a brand new one. After doing a lot of research, we ended up increasing our budget to get a Rhino greenhouse and we are so glad we did.
This company is so on the ball, they have thought of every eventuality. They are so customer focused - I haven't experienced such good communication in years.
The greenhouse was delivered bang on time by a lovely smiley, helpful delivery driver (I'm sorry I don't remember your name).
We had considered putting it up ourselves but in the end, we decided to use a Rhino installer. The customer service continued to be excellent. Our local installer, Jim Hill, was so busy trying to keep up with demand but made time to call us in the evening; he arranged for Donataz to install on a Saturday beginning at 7.30am.
Don was actually early but waited in his van until the appointed time - how thoughtful! He worked like a machine all day and did an amazing job. My husband is very particular and he was very impressed with the end product.
It is so refreshing to deal with a company who do what they promise, to such a excellent standard. They are true professionals.
A big thank you to all the people at Rhino who helped with our order; you are all amazing and we LOVE our greenhouse. If you are hesitating about treating yourself to a new greenhouse, then go for it; you won't regret it!!

"Poor Customer Service"

On 22nd March my Rhino greenhouse was delivered on time by a very helpful delivery driver who unloaded all the boxes and glass and stacked everything neatly in my garage. So far so good. Four days later when my installer, (not a Rhino fitter) arrived and opened the boxes he found everything there except for the fixings. There was not a single nut or bolt present and therefore he couldn't do the installation. I called Rhino promptly and their receptionist told me she couldn't put me through to sales as everyone was "working remotely". Two months later that phrase still amuses me. Anyway, later that day I get a call from Alice in Sales and Service who was apologetic and evasive, but eventually she admitted that they knew two weeks prior to my delivery that the fixings for the greenhouse would not be delivered. I asked why they didn't tell me this in order for me to postpone the installation; she went very quiet at this point. Two weeks later and after they attempted to shut me up by sending an unwanted seed tray rack as a "token of goodwill", (their phrase) a bag of nuts and bolts arrived. Too late for my installation though, so I'm £200 out of pocket as I of course have to pay my tradesman for his wasted day, and so far he has not been able to find a slot in his busy schedule to return to build the bloody Rhino. My impression of this company and their customer service is therefore not good at all. Where they are efficient however is in grabbing one's cash, very punctual there!

"No customer service, reliable guarantee?"

As mentioned in other honest reviews, the installation and instructions are extremely complicated and incomplete. For instance they show how to construct one side of a door but do not mention completing the door. They ask you to adjust the doors but haven't told you to put them on the greenhouse! Once finished the greenhouse is great. Unfortunately one sheet of glass shattered in my hands, (as mentioned in a previous review). I rang "customer service", they are all working remotely, (no need now), and cannot connect you to any other department. They said someone would call back. 3 days later I recieved an email quoting cost of replacement and postage but saying better to use website. I looked on website, 6-8 weeks for delivery!!! I have a greenhouse with a big hole in the side and it is windy at the moment, how can this be the "impeccable customer service" promised on the website!! I rang again and now told they will get back to me in 48 hours. I am afraid that I can have little faith in a 25 year guarantee if they are not interested in returning calls or sending replacement glass in a timely manner. I had expected them to send one pane of glass free, even if they charged for delivery. What a shame, I wanted to be a good customer and join the Rhino gardening community etc. but all soured now, just for the sake of a little courtesy and after care.

"Not what I expected for such an expensive outlay"

On the positive side the quality of the materials used for my 8 x 10 premium greenhouse is for the most part very good. However there are a number of problems people should be aware of before spending a great deal of money on this product. The instructions could be better thought out in places and in the end some of it will come down to trial and error, for instance the basket rails are totally unclear. Some of the design is very cramped and unless your base is absolutely 100% you may have a number of problems with construction. Overall I do like the greenhouse as it is a solid construction however customer service leaves a lot to be desired. I would recommend especially when glazing to make a video record of what you are doing. While my granddaughter was holding a large sheet of the glass it literally exploded showering her and others around her with glass pieces. It was resting on a soft surface with no movement when it went. I phoned customer service who made a half hearted apology but refused to replace the glass and kept quoting company policy. My granddaughter had glass pieces stuck in her clothes and hair and was extremely lucky not to get any in her eyes. My daughter was not happy with me basically being called a liar so she also phoned customer service. As I am both elderly and disabled I tend to avoid drama and conflict. My daughter was told that this was not acceptable and that someone would call her back, we are still waiting weeks later. If you want one of their recommended companies to construct it for you the waiting list is months long. Cannot in all conscience recommend this company.

"I'm so confused by this company.."

I'm so confused by this company... terrible response time, terrible customer service. They don't really want to do anything, if you ask a question they reply with generic literature. If you ask for a local recommendation to install the greenhouse, they say "I don't know". If you ask for delivery windows they say 8-14 weeks - but are unwilling to go the extra step to say, let me check in with the logistics team to give you a better estimate. WHY IS THERE SALES TEAM if all they do is read back the website to you? Im seriously on the verge of cancelling this order....

"Absolutely first class"

Absolutely first class. From ordering our greenhouse to the final product.
Delivery timescale was good and the guy delivering was friendly and very helpful.
I cannot speak too highly of the quality and sturdiness of the greenhouse - I have never seen one more solid.
Instructions are second to none - clear, well laid out and lots of good advice.
A word of warning, it may be worth paying to have this assembled as the tolerances are so tight that there is literally NO margin for error - it simply has to be built right.
10 out of 10, Rhino. You certainly delivered. We are delighted.